GAMESA

Thank you for sharing your concerns regarding your automobile insurance policy and the aforementioned lossPlease know we take concerns from our members very seriously and continually work to provide the best service possible.We have reviewed both claims involved with this loss to determine what
occurred. Our records indicate you reported a claim for this loss on 8/6/and no claim was filed by our other insured. After an extensive investigation it was determined the other driver was substantially at fault in the accident and your vehicle repairs were made through the other drivers claimWhen a claim is filed it becomes part of the claim history. Since your claim was originally filed under your policy number it is a permanent part of your claim history and cannot be removed. A Claim Violation Experience Discount (CVED) is included with your policy which applies a level of discount that is based on the policy claim historyA review of your policy which occurred prior to the actual renewal date of 9/10/found new claims had been recorded on the policy. As a result the addition of this new claim caused the CVED to decreaseA review of our records indicates that you have two incidents on recordAn incident includes: A claim for a not at-fault accident for which payment exceeds $750. Your claim history shows two accidents occurred in 2015. The first one occurred on 3/27/and $was paid on this claim. The second claim occurred on 8/6/where $was paid on this claimBoth claims have ‘not at-fault’ classificationsAs you can see from the description above the first claim total exceeded the $threshold and is determined to be an incident. Since the claim history includes an incident, the discount was adjusted in accordance to our filed underwriting rules through the Department of Insurance and Financial Services which regulates all insurance carriers operating in MichiganEven though both vehicles are insured under The Auto Club Group and payment was based on the fault of the other driver, the two incidents recorded do not negate our underwriting rule. Regarding the lack of response to your phone calls, our records indicate there were multiple times we attempted to return phone calls and leave a message and unfortunately the voicemail was full. It is unfortunate our insured felt unappreciated and cheated as this is not the image we strive to give. Hopefully in the future we can rebuild the relationship and renew your faith in AAA

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11131282, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved As of 3/25/the checks were delivered to the body shop
Regards,
*** ***

Dear Revdex.com: Our insured has submitted a complaint to your office regarding the premium increase to his/her automobile insurance policyWe have reviewed the insured’s policy and can advise you of the following: On September 9, 2015, a new business automobile insured policy was issued to the insured
on a Jeep and an Chevy. The insured requested liability only coverage for both vehicles and indicated he/she had Health Insurance Coverage and requested coordinated medical coverage for the auto policyOn October 10, the insured removed the Chevy from the policy which resulted in the loss of the multiple car discounts which caused the Jeep to reflect a single vehicle rateOn October 12, we reviewed the new policy and were unable to confirm Health insurance coverage and the policy medical coverage was changed from coordinated medical to primary/full medicalOn December 9, MrInsured contacted our Member Service Center and requested the policy cancelledWe were also able to retrieve and review the insured’s call with the Member Service Representative. Upon listening to the call, the insured was placed on a brief hold (less than a minute), the service representative reviewed the policy and coverage's with the insured, explained the bill and cancelled the policy as requested by the insuredBased on the information provided above and the documentation sent to the insured, we believe that company procedures were followed and the Member Select Insurance Company has fulfilled its obligation to the insured under the terms and conditions of his/her automobile insurance policy

Aloha ***,
I'm happy that we were able to resolve the billing error in your favorThank you for taking the time to bring this to our attentionYour billing amount has been cancelled as we discussed on the phonePlease do not hesitate to contact me directly if I can be of more
assistance
*** ***
Director of Marketing and Business Development
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
Rogelio A***

Revdex.com:
I have reviewed the response made by the business in reference to
complaint ID ***, and find that this resolution is satisfactory to me.Company made contact and a representative came by to remove products as of 06/26/at 1:pm.
Sincerely,
*** ***

MrG***I have reviewed the activity and phone call recordings in our electronic systems pertaining to your residence and it appears we have followed all procedures correctlyI have attached the activity report from our system pertaining to each event that took place in your residence and the
phone recordings for the conversations you felt did not meet our contract obligations. The recordings will support the fact that we did verify who we were in each call and that we got password verification for all events from and including your sonI look forward to your review of this information and anything else I can do to answers any questionsI have attached the following;Activity Report from Central Station software systemPhone recording # Phone recording # Phone recording # Phone recording # 4 Roger S*PresidentAlert Alarm Hawaii

Looks like an extension of time is needed. We have been attempting to reach the member unsuccessfully

Revdex.com:
I have reviewed
the response made by the business in reference to complaint ID 11540283, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11550771, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:
First of all I take offense to the person at AAA that changed my mothers name from *** *** to *** *** not once but twice That proves to me that the person in charge of this case who didin't have the guts to sign their name didn't read or don't know how to read AAA say I didn't give sufficient documentation or official proof to show that I'm the beneficiary I have given AAA copies of my mothers Trust Agreement which is pages long along with copies of death certificates on three different occasionsI gave the Copies twice (in person) to the AAA office located on *** *** ** *** ** and faxed to the office in *** ** These are official documents with a certified seal AAA also said in order to issue a check in my name they need a court orderAnyone that knows what a Trust Agreement is knows that it is prepared by an Attorney for the purpose of avoiding court My mother paid to have the Living Trust prepared in 2004, she passed away in If you read the agreement it clearly states that if my mother is unable to serve as Trustee the children shall serve without the approval of any court Why should I have to pay for a court order? I am the sole survive of my mothers trust I wish AAA would stop playing games with me so I can put that money back in my mortgage escrow account If AAA won't give the check to me, who gets it? *** *** is deceased and so is everyone in the Trust Agreement except for me I hope AAA don't think they get to keep the money! Regards,
*** ***

We have completed our review of the concerns submitted by our policyholder. She asked to increase the H-Sewer Backup coverage to her policy effective on 12/11/Due to requesting this coverage so close to the policy renewal and our system limitations, a manual request was required.
With our policyholder increasing the H-coverage mid-term an underwriting approval was needed. Unfortunately the original agent that was making the change did not advise our policyholder of this requirement. However she did advise that the change would take about hours to be processed.Our Policyholder called back on 12/13/to verify the change was made. The agent explained that this change is normally made effective at renewal and since the change was being made effective mid-term an underwriting approval was needed which would require additional timeOn 12/15/our policyholder called to verify the change was approved. The agent contacted underwriting for a status. Through the agent, the underwriter asked if the change could be made effective 12/22/as that was her renewal date, which our policyholder refused. The underwriter also questioned if there were any losses to which our policyholder advised no. The agent explained that she was wondering if the policyholder wanted to add the coverage at renewal instead of 12/11/as she will be charged for the coverage back to 12/11/17. The policyholder advises that she wanted the coverage adding effective 12/11/We have confirmed that her homeowners policy change was processed on 12/18/with an effective date of 12/11/as requestedDocumentation has also been mailed to her confirming the change. The policyholder indicates that she requested to speak to a manager. She further indicates that she was advised of Michigan having a high rate of fraud causing her to feel stereotyped and judged. After listing to the inbound recorded phone calls we are unable to locate any phone calls with the contents as immediately describedWe can assure that management has been notified of the issues our policyholder has had. Please be assured that we never want to make a policyholder feel uncomfortable and if she did we apologize as that is not our intent

MsF*
I certainly apologize for any miscommunication as our sales representatives are to follow a strict code of conductIn that code of conduct it is very specific that they do not misrepresent any information that may be misleading or untrueTo ensure that our sales representatives are
following the code of conduct and prior to any customer signing a contract we also have a welcome call from our internal staff asking the following questions;
1.Is your house/business currently being monitored by another Alarm/security company?Y/N
2.Are you aware if you have any terms left on your current monitoring contract? Y/N
3.Do you understand that Alert Alarm is not affiliated with your past alarm company and that it is your responsibility to contact them and disconnect, cancel or terminate your agreementY/N
4.Do you understand that if you have any money owed to your past alarm company it is your responsibility to work with them on closing out your account? Y/N
If we get a NO answer to any of these questions we immediately stop the process
I will have someone from our cancelations department contact you immediately and I apologize for any troubles we have caused you
Roger S***
President
Alert Alarm Hawaii

Good Day and thank you for the opportunity to respond to our policyholder’s concerns. We have reviewed the concerns of our policyholder and we can advise as to the following informationThis policy was written effective 06/28/Down payment of $was made at the time the policy was
writtenThe policy was set up to be billed monthly using Electronic Funds Transfer (EFT)Next payment was scheduled to be withdrawn from credit card on 07/28/in the amount of $The payment rejected and the policy was taken off EFT billing plan and pending cancellation billing notice was sent in the mail on 07/29/due for 08/13/in the amount of $159.41. No payment was received on that date and the policy canceled effective 08/13/When the policy canceled it left a balance owing of $This amount due was noted on the cancellation notice. On 09/13/a 30-day billing reminder notice was generated and mailed to our policyholder to advise of the earned premium due in the amount of $No payment was received so a 60-day billing reminder notice was generated on 10/12/When no payment was received by 10/12/13, the earned premium was sent to *** Our policyholder contacted us on 02/28/to discuss the collection notice she received from ***She was advised of the above information regarding the outstanding premiumThe outstanding premium was paid on 02/28/We notified *** that the payment was made*** will update their records as closed with the credit bureausHowever it could take up to days for the credit bureaus to update the information on their endUnfortunately we do not have a way to change the credit report more quicklyThe information has to be updated by the credit bureaus We have completed all necessary steps on our end with respect to the earned premium on the policyThe payment was made and we notified ***The next steps are to be completed by the credit bureausWe do not have any control over how fast information is updated in their system, or how a paid collection will be referenced on a credit reportOur records reflect the account as paid Thank you for the opportunity to review our policyholder’s concerns

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11518584, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.I find it incredibly hilarious that AAA now says it is A mistake and they will take it offI called them initially and they advised this was their policy it was not an error and they could not do anythingNow after A complaint gets filled A multi billion dollar company decides to reverse their policy? HahaI will NEVER give them one more dime of my my hard earned moneyThank you Revdex.com for helping me with AAA and their total lack of good businesses practices and customer service.
Regards,
*** ***

Complaint: 11875448The response I received from Roger S***, he was to have someone call be to go over taking their equipment out of our store and closing our account has not happened. That response was stated on December 13, Haven not gotten any response af of this date
I am rejecting this response because:
Sincerely,
Lawrie E***

As of 03/22/our claim manager was in contact with the memberHe indicated that this was response to an inquiry to the Revdex.com was a couple weeks back before we had gotten everything resolved on this complaintHe indicated that he didn’t want to have them close the complaint until everything was addressed (which now has been)The said that if he should receive a future inquiry from the Revdex.com, he’ll indicate that his complaint has been taken care of by AAA. ** ***, IRCR Consultant

Mr*** I have attached a letter authorizing your cancelation in October per your request with no penalty

We have reviewed the homeowners insurance policy to ensure that the rate change was not related to any rating inaccuracies. Our review of the policy found all rating criteria is accurate and charges appropriate. It was determined that there were three factors which impacted the premium
charges assessed at the renewal of the policy effective 12/27/First, effective 06/01/for new and renewal business there was an overall rate revision applied to the policySecond, there was a water damage claim loss filed on 11/24/which was considered to be a chargeable claim. A Chargeable Claim is a claim under a homeowners policy with a payment amount greater than $The chargeable loss had the most impact to the policy premium increaseLast, there was a slight increase to the policy due to inflationary factor built in to the home policy to cover the cost of rebuilding the homeWe do understand the budgetary impact on our member due to his homeowners insurance premiums being increased to this magnitudeHowever, rate changes are only made after serious thought and considerationAny changes made are in full compliance with statutory pricing rules and regulations, and are filed with the Department of Insurance & Financial Service who regulates all insurance carriers operating in the stateAt this time we would suggest that the member contact his agent regarding the possibility of raising his deductible, which may offer some premium reliefWe are sorry that we could not give a more favorable response.*** *** IRCR Consultant

We have completed our investigation and can advise the followingAs stated the member received a condition letter from our *** operations area regarding her roof and she had the roof replaced. Our *** was provided proof of the roof replacement and the action to cancel the policy was rescindedThe agent would be responsible for applying the roof discount when the proof of a new roof is received and upon completion the member would have received notification of the changes made to her policy via U.SPostal mail as required.Further investigation revealed that the member has received her Homeowners Insurance Policy Renewal Declaration Certificates each year for the past years for her review and approvalPolicyholders have an obligation to read their policy as well any other documentation received concerning their policyThe third page of the certificate reads as follows: Please contact your agent if the age and type of roof shown in the Rating Information is not correct or to find out more about this and other saving options that are availableWe found no evidence in the file to indicate that the member was ever dissatisfied with the coverage's listed on her policy.On 06/20/our *** was notified by the member’s insurance agency that they wanted to add a roof discount to the policy going back to It was explained that our backdate procedure allows for adjustments for the current term and the previous term upon discovery. This process has been completed and the member has been sent a refund check for the terms allowedWe discussed this issue with the agent’s manager for further considerationSales Management made a business decision to honor the member’s request even though we found no documentation in file to indicate the agent ever endorsed the policy to include the roof discount in The member will receive a refund in the very near future.*** *** *** ***

I want to ensure you we will address the issues immediately but in accomplishing this it would be helpful if you could provide your parents name and address so I can investigate properly
Roger S***
President
Alert Alarm Hawaii